Product Success Manager

About the Role

At Fivetran, we want to enable our customers to make data backed decisions company wide by delivering ready to query data quickly and reliably into their cloud data warehouses. We work with companies from around the world to help them better understand their customers and products, and develop a truly data-driven culture.

To support our growth, our Product Success Managers (PSM) will work closely with potential customers who are evaluating Fivetran through our self-service offering.  Product Success managers will help answer questions, be available via live chat, engage with prospects who need additional assistance, and act as the liaison between our self-service motion and our sales-assisted motion.  

The key components of success for this role will be to help make our potential customers during their self-service journey, provide real-time feedback to our product team, and collaborate with the revenue team when additional support is needed.

This is a full-time, hybrid position based out of our Dublin, Ireland office.

What You'll Do

• Manage in-app live chat communication between prospects during their self-service evaluation
• Answer questions for prospects that need additional support
• Actively engage with prospects at important points during their buying journey
• Conduct Discovery Calls to determine if a sales-assisted motion is necessary
• Provide daily and weekly feedback to the product team to help optimize our self-service motion
• Manage Product Qualified Leads with day-to-day follow up, emails, and phone calls
• Create commercial agreements to help facilitate annual contracts
• Manage customer escalations internally and externally when appropriate

Skills We're Looking For

• 1-2 years of sales or customer success experience
• Experience conducting discovery calls to help qualify a potential prospect
• Ability to manage multiple tasks, calls, emails, through a methodical process
• Collaborative skills to interface with customers externally and also key teams internally (product, sales, support, revenue operations)
• Contracting and negotiation experience
• Experience with salesforce
• Being customer centric - building relationships, understanding customer pain points and how we deliver business outcomes/value.
• The right balance of self-confidence and humility to lead as an individual contributor

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